Love the illustration!

The confusing part comes when clients flip-flop between decisions. On some days, they seem to understand UX. On others, the simplest things (to me) seem to fly past their heads completely.

Then I realised why: sometimes they choose not to see, because it takes too much effort to change the way they work/business processes to support a digital service.

Looking back, the fact that I got them to flip-flop was a win. Otherwise, they would have done things the same old way and change nothing about it.

I like the content. Design gripe: placeholder text in email field looks like actual input on Mobile Safari (iPhone7 Plus, iOS 10.3.3). Struggled to delete "john.doe@gmail.com" to type my email:

image

Great stuff, thanks for running this.

There's a typo on the page btw, for John Zeratsky. It says "Design Partner at Gogle Ventures".